Senior Customer Success Director, Private Markets AI

Ontra; Concord (CA); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Remote-first working

Offsites twice yearly

Paid time off

Parental leave

Retirement contributions

Phone stipend

Professional development

Medical insurance

Job summary

Ontra is seeking a Customer Success Director to join its Contract Automation team. Reporting to the Managing Director of Customer Success, you will be a subject matter expert in customer retention, lawyer management, and Ontra's Contract Automation solution.

You will advocate for customers to achieve positive outcomes throughout their partnership with Ontra. This role requires strong communication, relationship-building, and a willingness to travel up to twice per quarter for in-person meetings

Qualifications

• 4+ years in a law firm environment preferred
• 5+ years in customer-facing roles in financial services with exposure to NDAs, vendor agreements
• Excellent written and verbal communication across diverse stakeholders
• Ability to work cross-functionally and travel up to twice per quarter

Responsibilities

• Collaborate with CS, sales, product operations and Lawyer Network to support day-to-day CS operations
• Proactively manage customer journey and onboarding to drive satisfaction and engagement
• Build and nurture relationships with multiple client stakeholders, both remotely and in-person
• Update CS tools (Gainsight) and participate in customer call reviews using Gong

Skills

Written communication

Verbal communication

Relationship management

Team collaboration

Adaptability

Client onboarding

Tools

Gainsight

Gong

Job description

Ontra is seeking a Customer Success Director to join its Contract Automation team. Reporting to the Managing Director of Customer Success, you will be a subject matter expert in customer retention, lawyer management, and Ontra's Contract Automation solution.

You will advocate for customers to achieve positive outcomes throughout their partnership with Ontra. This role requires strong communication, relationship-building, and a willingness to travel up to twice per quarter for in-person meetings